A GenAI customer-service agent on Amazon Bedrock plus a Salesforce-integrated conversational UI — so hospitality support reps resolve tickets without hunting through documentation.
Client profile
A leader in point-of-sale devices for the hospitality industry — 21,000 stores and 280,000 users across 26 countries
Industry
Other, Hospitality Software
Region
North America, Global
Response accuracy by the GenAI Customer Service Agent
Increase in the number of correct responses, end-to-end
Mad Mobile provides PoS devices and mobile platforms for the hospitality industry. 21,000 stores. 280,000 users. 26 countries. When a hospitality customer has a PoS problem, the response time of Mad Mobile’s support team is the company’s reputation.
01 The ChallengeMad Mobile’s customer-service representatives resolved tickets in part by searching internal documentation — Wi-Fi troubleshooting, device configuration, menu and payment settings — and writing a response. The search plus the response took time that would otherwise go into the customer.
The leadership wanted AI assistance that kept the rep in control while removing the documentation hunt. The goal was not to replace support reps. It was to put context in their hands faster.
02 The ApproachProvectus opened with a discovery-and-design workshop to map Mad Mobile’s business context, support-team needs, and success criteria. The output was a GenAI use-case adoption roadmap — business value, risks, datasets, high-level architecture, and preliminary TCO estimates for AWS and Cohere services. Written down before development started.
From the roadmap, the team converged on a Customer Service Agent as the first use case. Provectus and Mad Mobile agreed the agent had to clear a measurable accuracy gate before going production.
03 The BuildFoundation models run on Amazon Bedrock, backed by Amazon Titan and Cohere’s LLM embeddings. Provectus tested over ten hypotheses and applied advanced prompting methods during development. The result lifted response correctness by 30% over the first working version.
The Conversational UI integrates with Salesforce, so support reps use the agent inside the tool they already work in. Email interactions, incoming tickets, and follow-ups draw from the same agent.
The deployment pattern was deliberate: prototype in a non-production environment, test with the real support team, then plan the production rollout with the data Mad Mobile captured during the trial.
04 The Results91%
Total response accuracy
Measured on the Mad Mobile support question set
Six weeks from kickoff, the Customer Service Agent was running in Mad Mobile’s development environment with documented response accuracy of 91% and a 30% correctness improvement over the baseline prompt. Sales associates using the Conversational UI reported that email interactions were faster and less friction.
The immediate effect is on the hospitality customers whose PoS problems get resolved more quickly. The structural effect is that support rep time shifts from documentation search to customer conversation.
05 What’s NextMad Mobile plans further GenAI work on the Bedrock + Cohere substrate the engagement established — including expanded sales assistance and cross-sell flows. Provectus continues as the implementation partner.